The TOEs are a great source of information which gives corporates critical information on companies to action for their strategic investments either as an open source platform or to collaborate and to develop successful products

Showing 11-20 of 44

04 Aug 2014&nbsp&nbsp|&nbsp&nbspNorth America

The overall objective of this research service was to look at the current and future adoption of various customer contact strategies, enabling technologies, and services, specifically in the financial services vertical. In terms of financial services, significantly more current customer interactions are taking place through email in Europe than in ...

04 Aug 2014&nbsp&nbsp|&nbsp&nbspNorth America

The overall objective of this research service was to look at the current and future adoption of various customer contact strategies, enabling technologies, and services, specifically in the manufacturing vertical. Email accounts for the highest share of customer interactions, ahead of LiveAgent voice, especially in Europe. More customer interactio...

09 Jul 2014&nbsp&nbsp|&nbsp&nbspNorth America

The overall research objective of this research was to measure the current use and future decision-making behavior toward information technology (IT), specifically network security technologies. Cloud computing is expected to grow rapidly across verticals and tablet usage is on the rise in the workplace. Both create a greater security risk in the o...

26 Jun 2014&nbsp&nbsp|&nbsp&nbspEurope

The overall research objective of this research service was to investigate the current use and future adaptation of multichannel customer contact in European contact centers. Overall, the use rates of mobile apps, social media, Web self-service, and chat are growing, while use rates of LiveAgent voice and email are declining. About 25% of contact c...

23 Jun 2014&nbsp&nbsp|&nbsp&nbspEurope

The main objective of this research service was to investigate the current use and future adaptation of agent performance optimization (APO) solutions in European contact centers. Quality monitoring and workforce and performance management systems are the most widely deployed and used APO applications in Europe. Furthermore, large contact centers h...

23 Jun 2014&nbsp&nbsp|&nbsp&nbspEurope

The overall research objective of this research service was to investigate the current use and future adaptation of cloud contact center solutions in European contact centers. About 37% of contact center organizations in Europe use a hosted/cloud contact center solution, which is expected to reach 86% by 2016. While small and medium contact centers...

23 Jun 2014&nbsp&nbsp|&nbsp&nbspEurope

The main objective of this research service was to investigate the current use and future adaptation of cloud contact center solutions in European contact centers. One-third of the respondents outsource some customer care activities. The United Kingdom has the highest proportion of companies that outsource, while Benelux has the least. Outsourcing ...

23 May 2014&nbsp&nbsp|&nbsp&nbspNorth America

The overall objective of this research service was to measure the current and future decision-making behavior toward IT technologies within the healthcare industry, specifically audio conferencing, business-grade and consumer softphones, headsets, Internet protocol telephony, time-division multiplexing phones, unified communications, video, and Web...

18 Apr 2014&nbsp&nbsp|&nbsp&nbspNorth America

The overall research objective is to measure the current use and future decision making-behavior toward IT technologies, specifically cloud computing. More than half of US and European respondents currently using cloud technologies find cloud computing technologies to be highly effective, which indicates that exposure to these technologies can lead...

31 May 2012&nbsp&nbsp|&nbsp&nbspEurope

Diesel Powertrains to Maintain the Status Quo in Europe in the Short-to-Medium Term

The aim of this study is to understand consumers sustainability and environmental priorities in their lives and in their choice of vehicle. The study aims to determine consumer perceptions and attitudes towards different environmental and sustainability factors and evaluate the importance of each in determining the characteristics of the future po...

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